Email notifications are currently being sent out to JIRA Service Desk issue reporters even for "internal comments". How do we restrict this?
The weird thing about this error is that it seems like only one user is getting it. Please see attached screenshot.
View Project Roles for User JIRA.png
Please navigate to the Project Administration -> Notification Scheme. Check the users tagged against the 'Issue Commented' event. Make changes in the user roles or users tagged for that event.
Hi Mahesh,
Our current notification scheme is set as follows.
Project InsuredHQ Service Desk Notifications JIRA.png
So, I've already checked that. "Michelle" was only set as a Service Desk Customer so she only can view comments as an issue reporter. The thing I'd like to ask help is on is as to why she's getting notification emails on her inbox when an "internal comment" is posted on a ticket she reported.
See screenshot:
internalcomments.png
This is the internal comment I posted which Michelle received via email.
I hope Michelle is the reporter of that issue. She being the reporter, she is getting notified for the Issue Commented event as described in the notification scheme. (Reporter is added against the Issue Commented event in the scheme.)
Yes, Michelle is the issue reporter so it's correct that she's getting a notification but not when it's an internal comment. Internal comments should be restricted to agents and collaborators not issue reporters. That's why I'm reporting this issue and requesting assistance on a fix.
Sorry I figured out the same thing as Jason a few days ago.
To be more precise, you really have to see JSD as an addon to JIRA Core. Both implementing notification "system". As JIRA Core Notification System allows you to configure who is notified about what, JSD only allows enabling or disabling notifications for Customer/Agent/Request participants involved in the issue.
So you have to put reporter, request participants or approvers in JIRA Notification system only if really necessary. Proving that JSD is an addon to Jira, when you want to add recipients to notification event, you can see Approvers and Request participants in the User custom field value option, what are JSD fields...
Unfortunately, as said by Jason, JSD only notify that the issue has been modified / commented.
The ability to customise JSD notification is on the Atlassian roadmap. See JSD-4418
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